Technical Service Team Leader

☞ SKY Group

View: 107

Update day: 11-06-2024

Location: Leeds Yorkshire and the Humber

Category: IT - Software

Industry: Information Technology Services Computer Software Internet

Position: Associate

Job type: Full-time

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Job content

Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

"Build a team plan that plays to the strengths of team members, delivers rounded business performance, stretches people to continuously develop within their role, and supports our vision to offer the best service in the country for our amazing Broadband, Ethernet and WiFi products,"Elizabeth Westmoreland, Business Service Operations Manager

What You’ll Do
  • Executing and delivering Change within your team to keep up to date with the incremental Programme deployments.
  • Strategic planning on projects relating to future products within our service operations roadmap
  • Responsible for the quality of calls delivered by Service Executives, increasing call quality and customer happiness through great coaching conversations
  • Own team and individual call compliance, coach and develop Service Executives to do the right thing for our customers and our business
  • Responsible for transforming the capability of Service Executives through training, developing and coaching the team to release their potential and improve performance
  • Own team performance by encouraging and challenging people to deliver brilliant customer experience
  • Provide clear direction to our Service Executives to enable them to understand business goals and objectives and the part they play
  • Recognise individual and team contributions, use Sky’s reward and recognition tools to celebrate achievements and embed great behaviours
  • Deliver monthly 121’s to help our people to understand their performance, provide clear direction and agree stretching goals that are regularly reviewed
  • Responsible for ensuring the team operate effectively and efficiently in line with business KPIs

What You’ll Bring
  • Demonstrate a proven track record to motivate, empower, coach and develop people
  • Understands how to raise capability within a team and enable sustained continued improvement
  • Demonstrates business awareness and uses common sense to make balanced decisions
  • Telecoms experience within a B2B industry essential
  • Great communication skills, can land a variety of messages creatively whilst driving people engagement
  • Track record of setting appropriate targets and delivering high performance
  • Led teams operating in a contact centre or similar environment
  • Understands contact centre KPIs and cost models and how to deliver results through a variety of leadership approaches

Sky Connect

Sky Connect is a new, exciting division of Sky - we’ve joined with our American-based parent company, Comcast, to undertake an ambitious venture in the UK market. We want to establish Sky, as the trusted brand you know, now delivering the innovative products and services designed for businesses. We’re looking for outstanding and innovative people, who are eager to roll up their sleeves and get stuck in, to join us on our unique journey of building a new business, with the backing of a hugely successful brand.

The Rewards

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:
  • Sky Q, for the TV you love all in one place
  • A generous pension package
  • Private healthcare
  • Discounted mobile and broadband

Where You’ll Work

The role will be based in our Leeds call centre, just outside the Leeds central station.

Inclusion

Recognised as an ’Inclusive Top 50 Employer’ and a ’Times Top 50 Employer for Women’, we’re working hard to ensure we’re a truly inclusive place to work. This means we don’t just look at your CV. We’re more focused on who you are and the potential you’ll bring to Sky. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.
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Deadline: 26-07-2024

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